ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. The cost of employee turnover goes beyond hiring and training. That can cause customers to leave as well. The few I’ve mentioned are easy and fun to do.

Customer Service Training 123

Customer Service Training Training Employee Experience Company 123

ShepHyken

NOVEMBER 30, 2022

A company changed its invoicing terms. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . The point of this is to think about changes you make that aren’t customer-focused. Many customers complained, and some even left. . They were wrong.

Policies 120

Policies Customer Focused Customer Service Training Software 120

ShepHyken

AUGUST 16, 2021

(Built In Austin) Companies that scale too quickly are prone to losing one-to-one customer communication. As a result, prized customers feel lost or ignored when they most need help using a product or measuring success. My Comment: Scaling customer service or CX is about using technology to create a better experience.

Customer Service 91

Customer Service Social Media Tips Multi-Channel 91

ShepHyken

DECEMBER 28, 2022

An extra few minutes with a customer goes a long way in building a relationship. . Besides being a nice thing to do, customers gravitate to companies that “give back.” . What can you do to help your customers be more successful? . Train and empower your employees. Be customer focused.

Fashion 132

Fashion Guidelines Policies Customer Service Training 132

ShepHyken

FEBRUARY 23, 2022

I ended up switching back to my old cable and internet company. . Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support.

Competitive Advantage 129

Competitive Advantage Customer Focused Customer Service Training Video 129

ShepHyken

SEPTEMBER 29, 2022

Their customers don’t know about this initiative. They don’t know about the hours of training the employees are going through. Once again, I share one of my favorite concepts: What’s happening inside the organization is felt on the outside by customers. . All of this is happening inside their organization.

Customer Service Training 126

Customer Service Training Training Video Customer Experience 126

ShepHyken

APRIL 13, 2022

If all they are focused on is the process or the bottom line and they don’t take their employees and customers into consideration, you’ll have a well-run business that loses to a competitor who creates a better customer experience. . The post The Day I Became a Customer Service Expert and Two Important Lessons?

Self Service 132

Self Service Customer Service Customer Focused Customer Service Training 132

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company. I could tell he was typing in our company name. He said, “Graphics.”

Sales 144

Sales Customer Service Training Training Customer Service 144

ShepHyken

JULY 22, 2020

These are the kind of people—and the kind of company—you want to do business with. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. This is my “new best friend” at the software company.

Poor Customer Service 163

Poor Customer Service Customer Service Training Software Sales 163

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. . The ones your customers are using. .

Social Media 159

Social Media Customer Service Customer Care Customer Service Training 159

ShepHyken

JANUARY 31, 2023

A few years ago, I had the honor of working with Lexus, the luxury car company. They are known for their first-class level of service. Looking back, I did what most good people – or companies – would do for their customers. Get more information on The Customer Focus ™ customer service training programs.

Customer Service 141

Customer Service Customer Experience Hotels Customer Service Training 141

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis. Everyone expects a company to provide great service.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

ShepHyken

SEPTEMBER 29, 2021

One of my favorite companies to write about is Ace Hardware. I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. The company wanted to be known as a world-class retailer. This company has built a reputation for excellence. And they did.

Industry 157

Industry Hospitality Customer Service Training Leadership 157

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. They have great customer service. . They provide a great overall customer experience. . While the items listed get you to trust a company, if you break it down, it’s really about delivering on expectations. You like the employees. .

Customer Service Training 131

Customer Service Training Customers Customer Service Customer Experience 131

ShepHyken

JANUARY 4, 2023

Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Just as we want our customers to come back, we want our employees to stay.  . So, what are you doing to create a truly individualized experience for your customers? .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

ShepHyken

DECEMBER 21, 2020

How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser.

Customer Service 156

Customer Service Airlines Tips Customer Service Strategies 156

ShepHyken

JULY 27, 2022

Some companies conduct exit interviews for employees who have chosen to move on. Sometimes it’s not that our company isn’t a good place to work, but someone has offered an even better place to work. The company stands for something (a cause, charity, etc.) Employees want to know there is a future at the company. .

Culture 67

Culture Employee Experience Customer Service Training Training 67

ShepHyken

SEPTEMBER 15, 2021

How would – or should – your employees act toward the customer and each other? What would your company or business look like if it were that good? . My customers would never have to wait on hold. . I would only hire the best people and train them to take care of our customers. . What would you do differently?

Hotels 168

Hotels Customer Service Training Retail Financial 168

ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Insurance 87

Insurance Banking Customer Service Training Retail 87

ShepHyken

MAY 22, 2019

But somebody did something, or something happened, that made this customer want to lash out at you. Your company did nothing wrong! The anger had nothing to do with anything related to your company. Something else caused the customer to become upset. Perhaps the customer had a flat tire on the way to an important meeting.

Customer Focused 133

Customer Focused Customer Service Training Customers Customer Service 133

ShepHyken

FEBRUARY 19, 2023

The gold in the article is his simple three-step approach to building a customer-focused culture. The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly.

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

ShepHyken

OCTOBER 19, 2022

The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . And most of their customers perfectly echo the brand, as it delivers on its promise. . So, how are you and your company or brand perceived? Do your customers’ perceptions of your brand echo yours?

Automotive 124

Automotive Advertising Brands Customer Service Training 124

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen by Jason Aten. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. Take a quick read and learn how they handle their customer service issues.

Customer Service 73

Customer Service Metrics Social Media Retail 73

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . So, how well do you know your customers? Knowing your customers better than your competition knows them may be the differentiator that earns you their business. . Consider this: .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

AUGUST 21, 2019

The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience. I refer to this list as Customer-Focused Musts. For example, a restaurant’s customer-focused list could (and should!) It’s time—and you must get customer-focused

Customer Experience 129

Customer Experience Insurance Customer Focused Customer Service Training 129

ShepHyken

JANUARY 11, 2021

(Business2Community) Here we will discuss 6 such points that your business or brand can adopt to gain the trust of your customers and increase your client base online. The risk of companies moving in this direction is the loss of the human-to-human connection, which often leads to customers defecting and going to a competitor.

Social Media 94

Social Media Customer Service Guidelines Loyalty 94

ShepHyken

AUGUST 19, 2019

(G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy. If live chat and chatbots are part of your customer service strategy, read this article.

Customer Service 118

Customer Service Leadership Ecommerce Culture 118

ShepHyken

JANUARY 26, 2022

In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. Because many times I leave my name and phone number in the comment section for the company or brand to call me.

Survey 124

Survey Rewards Programs Airlines Hotels 124

ShepHyken

DECEMBER 8, 2021

The result is that companies are forced to “skimp” on the quality and service customers have come to expect. None of us want to experience a lower level of service. It’s not something any company wants, but it’s become a reality for some. It’s not that they want to do it. They have no choice. .

Poor Customer Service 148

Poor Customer Service Hotels Customer Service Training Customer Service 148

ShepHyken

MARCH 16, 2022

A company wants a customer to buy its product or service. Then the customer has a bad experience. Perhaps an employee was rude or there was a problem with a shipment and the company didn’t handle it properly.?Let’s Let’s call that the company’s “action.” They don’t come back.? . Let me explain. .

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

ShepHyken

JANUARY 11, 2023

The big takeaway is that the employee experience is a big contributor to the customer experience. Employees must be empowered, they need the right customer information, and the company should invest in processes and tools to make their jobs easier and more effective. Follow on Twitter: @Hyken.

Employee Experience 129

Employee Experience Customer Experience Self Service Call Center Experience 129

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . It’s only to be seen by the people inside a company. . There are plenty of good answers.

Return on Investment 121

Return on Investment Software ROI Customer Service Training 121

ShepHyken

FEBRUARY 21, 2023

So, here are today’s 10 reasons why you should deliver an amazing customer service experience: Creating customer service builds trust, credibility and confidence. Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. Bring Customer Loyalty Under the Customer Experience Umbrella by Phil Britt.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

OCTOBER 6, 2021

He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

Course 165

Course Customer Service Training Customers Customer Service 165

ShepHyken

MAY 21, 2018

Just three of a number of ways the author shares on how to lose a customer. Customer Service Strategy 101: A Framework for Serving Customers & Measuring Success b y Alan Finlay. Relay) Modern businesses can’t afford for customer service to be an afterthought. Here are five good reasons why.

Customer Service 83

Customer Service Customer Service Strategies Employee Experience Innovation 83